JOB TITLE: Quality Analyst (QC/QA) – Call Center

LOCATION: Mangalagiri, Andhra Pradesh

EXPERIENCE: 3–5 Years in Call Center / BPO Quality

QUALIFICATION: Any Graduate

Job Summary

We are looking for an experienced Quality Analyst (QC/QA) to monitor and evaluate customer interactions and ensure that call center agents follow the required quality standards, processes, and communication guidelines.

Key Responsibilities

- Monitor and evaluate inbound/outbound calls handled by call center executives.
- Conduct regular call audits and prepare quality evaluation reports.
- Check calls for communication quality, process adherence, accuracy, and customer handling.
- Identify errors, process gaps, and areas for improvement.
- Provide constructive feedback and coaching to agents.
- Conduct calibration sessions with Team Leaders and Operations teams.
- Track quality scores and individual agent performance.
- Identify recurring issues and share improvement recommendations.
- Maintain daily/weekly/monthly quality reports.
- Handle quality-related escalations and support root-cause analysis.
- Ensure agents follow scripts, SOPs, compliance requirements, and company policies.




- Coordinate with Team Leaders and Operations Managers to improve overall team performance.

Required Skills

- Excellent verbal and written communication skills.
- Good listening and analytical skills.
- Strong attention to detail.
- Knowledge of call quality parameters and KPIs.
- Ability to identify errors and provide effective feedback.
- Positive knowledge of MS Excel.
- Experience with CRM/call-monitoring tools is preferred.
- Ability to work under targets and deadlines.

Preferred Experience

Candidates with experience as:

- Quality Analyst – BPO
- Quality Analyst – Call Center
- QC Executive
- QA Executive
- Quality Executive
- Call Quality Analyst
- Quality Auditor
- Customer Service Quality Analyst

Experience: 1–3 years in BPO/Call Center Quality preferred.

Key Performance Indicators (KPIs)

- Quality Score
- Call Audit Accuracy
- Process Adherence
- Customer Satisfaction (CSAT)
- First Call Resolution (FCR)
- Average Handle Time (AHT)
- Error/Defect Rate
- Audit Completion
- Agent Improvement

Work Location

Mangalagiri, Andhra Pradesh

Salary: As per experience and interview performance.

Pay: ₹20,000.00 - ₹25,000.00 per month

Work Location: In person

📌 Quality Analyst – Call Center (India)
🏢 Bavya Health Services
📍 India